Designation : ICT Training & Helpdesk Support Officer (Code- DPM 07-11)
Job Description / Responsibilities:
1. IDENTIFICATION
AGENCY:
PERSONNEL MANAGEMENT
SYS. POSN. NO:
14900000104
REF. NO:
DPM 07 - 11
OFFICE :
Human Resource Advisory & Compliance Audit
DESIGNATION/CLASSIFICATION:
ICT Training & Helpdesk Support Officer GRADE 12
DIVISION:
MANAGEMENT INFORMATION SYSTEMS & SUPPORT SERVICES
LOCAL DESIGNATION:
ICT Training & Helpdesk Support Officer GRADE 12
BRANCH:
TECHNICAL SUPPORT SERVICES
REPORTING TO: SYS. POS. NO: REF. NO:
Snr Systems Administrator 1490000099 DPM 07-09
SECTION:
IT TRAINING & HELPDESK SUPPORT
LOCATION:
CENTRAL GOVERNMENT OFFICE (CGO) Tower A, WAIGANI
HISTORY OF POSITION
FILE REF.
DATE OF VARIATION
DETAILS
(Agency Reference/File No.)
Structure approved date: 29 March 2016
(Record of how position has changed) No Change
ORG. 1/2025
Structure Approved Date:
27th March 2025
Reno, Redes, Reclass, Revised JD
2. PURPOSE
Attend to users and clients on ICT issues and register matters then allocate to technical officers
Provide advise on ICT Policy and Standards to users and clients and making sure ICT risk management policy is aligned to International standards.
To make sure ICT policy and standards are applied and use in the department.
3. DIMENSIONS
Efficient coordination of training programs
Budget/Financial Commitments: Nil
Staff: Nil
Other: Nil
4. PRINCIPLE ACCOUNTABILITIES
IT in-house training
IT helpdesk issues
5. MAJOR DUTIES
Participates in needs analysis studies to determine ICT Policy and standards for address.
Selects or develops testing and evaluation procedures to be used at completion of training.
Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, accessing of email/internet and other customized technical trainings.
Reports on progress of employees under guidance during training periods.
Respond to requests for technical assistance in person, via phone, electronically
Diagnose and advise user on appropriate action
Research questions using available information resources
Administer help desk software
Identify and escalate situations requiring urgent attention
Track and identify solutions from documented resolutions
Prepare activity reports
Inform management of recurring problems
6. NATURE AND SCOP
Maintaining and updating of ICT consumables and peripherals. Administering ICT Training.
6.1 WORKING RELATIONSHIP
(a) Internal
Manager - Technical Support Services
Team Leader Hardware & Helpdesk
(b) External
Service Providers
6.2 WORK ENVIRONMENT
The position is a technical working environment which requires much of time in workstation to administer and coordinate the ICT services and training programs.
7. CONSTRAINTS FRAMEWORK AND BOUNDARIES
Rules/procedures
Code of Conduct and Ethics
Public Service General Orders (GO)
Public Service Management Act
ICT Policy (International Standards)
Decision
Emerging changes of ICT innovations
Recommendations
8. CHALLENGES
The challenge of the position is making sure that all ICT issues are effectively managed and administer from the Helpdesk. Also the coordination of the training program in a timely manner
9. QUALIFICATIONS, EXPERIENCES AND SKILLS
(a) Qualifications
Graduated from an accredited technical college or university with a Diploma or bachelor’s degree in Information Technology
Train-the-Trainer Certification
Computing Certification
(b) Knowledge
Strong human relations skills to interface with managers and staff at all levels within the organization and to deal with vendors of record storage facilities.
Working knowledge of data and voice telecommunications in order to assist in the preparation of recovery procedures in this area.
Ability to plan, organize, and direct the testing of emergency response, recovery support, and business resumption procedures.
Ability to work with minimum supervision
Ability to work harmoniously with colleagues
Ability to communicate effectively with all levels of technology users
installing and configuring computer hardware operating systems and applications;
administering computer systems and LAN/WAN Networks;
talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
troubleshooting and diagnosing hardware and software faults;
Providing support, including procedural documentation and relevant reports;
Supporting the roll-out of new applications;
Administering of Domain users' accounts;
Rapidly establishing a good working relationship with customers and other professionals, such as software developers;
Conducting electrical safety checks on computer equipment.
Administering training needs for both internal and external clients.
(c)Skills
Good oral communication and written communication skills.
Qualities of being truthfulness and trustworthiness
Skills in Training
Ability to work with minimum supervision
Skills with MS Software packages
oral and written communication skills
customer service orientation
problem analysis
problem-solving
adaptability
team interaction
planning and organizing
stress tolerance
Approachable
Able to form good relationships
Effective organisational skills
Teamworking skills
Interpersonal skills
(d) Work Experience
Five (5) years’ experience in teaching and conducting training in IT field
User Support on IBM Hardware and MS Software Applications
Write Up user manuals and guidelines
Experience in conducting training in IT field
working knowledge of fundamental operations of relevant software, hardware and other equipment
knowledge of relevant call tracking applications
knowledge and experience of customer service practices
related experience and training in troubleshooting and providing help desk support